Attached is screen shot of the ticket with my personal information blanked out. This is an emergency issue, set at highest priority, look at the response times.

The server is apparently fully managed although I only needed them to do an OS reinstall for me. They managed to messed that up and wiped my secondary hard drive of all data by setting up LVM on both drives. To be fair, both 250G hard drives could have been bad so the data would have been lost anyway but that still doesn't excuse them from setting up the drives that way. Ultimately no data was lost though since I had backup of everything.

Code:
http://directspace.net/webhosting/dedicated/
Dedicated 24.7.365 Fully Managed Server Support.
From installation to configuration to parts replacement, we provide for a fully managed server envronment. Our support team will help manage all aspects of your dedicated server.
The one thing that stood out to me was that they treat all tickets on a first come first served basis, so it doesn't matter if a client like me has been waiting 72+ hours for the server to get back online, there is still no priority given. Essentially a client requesting help on WHM is given same priority as an emergency server down problem.

I am not sure how I should assess the support provided. I do find it unacceptable but I know some other providers have 24 hour SLA so maybe it is not out of the ordinary for these response times?

Is 81+ hours within acceptable range for this type of issue?